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公开(公告)号：US08577017B2
公开(公告)日：2013-11-05
申请号：US13250506
申请日：2011-09-30
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , H04M2203/402
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively interrupt a contact center agent in an AUXILIARY state. This enables the contact center to accommodate sudden influxes of work items without substantially increasing customer wait time.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了除辅助之外，选择性地中断辅助状态中的联络中心代理的能力。 这使得联络中心能够容纳工作项目的突然涌入，而不会大大增加客户等待时间。
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42.发明申请SWITCHING ROUTING ALGORITHMS TO OPTIMIZE SATISFACTION OF LONG-TERM COMMITMENTS 审中-公开切换路由协议优化对长期承诺的满意度公开(公告)号：US20130085791A1
公开(公告)日：2013-04-04
申请号：US13250521
申请日：2011-09-30
IPC分类号： G06Q10/06
CPC分类号： G06Q10/06
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, monitor workload distribution to one or more sub-contractors and predict whether a contractual obligation will be met (or not) and based on such a prediction automatically switch routing algorithms within a contractual period of time to ensure that costs associated with a contract are minimized.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了监测工作负载分配给一个或多个分包商的能力，并预测是否满足合同义务（或不符合），并根据这种预测自动切换合同中的路由算法 以确保与合同相关的成本最小化。
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公开(公告)号：US20130083916A1
公开(公告)日：2013-04-04
申请号：US13250718
申请日：2011-09-30
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/5238 , H04M2203/402
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, dynamically and in real-time utilize contact center analytics feedback mechanisms to adjust parameters that are used in making work assignment decisions. The adjusted parameters may correspond to Key Performance Indicators (KPIs) for agents of the contact center rather than skill values for the agents.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了除其他之外动态地和实时地利用联络中心分析反馈机制来调整用于做出工作分配决定的参数的能力。 调整后的参数可能对应于联络中心的代理人的关键绩效指标（KPI），而不是代理商的技能值。
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公开(公告)号：US20130022194A1
公开(公告)日：2013-01-24
申请号：US13186219
申请日：2011-07-19
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M2203/403
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to unexpected changes in processing conditions without significantly impacting the overall performance of the contact center.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了除其他外，有选择地促进和降低代理人技能以应对联络中心条件的各种变化的能力。 这使得联络中心能够响应处理条件的意外变化，而不会显着影响联络中心的整体性能。
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公开(公告)号：US20110255685A1
公开(公告)日：2011-10-20
申请号：US12882986
申请日：2010-09-15
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , G06Q10/06
摘要： A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.
摘要翻译： 描述了一个无责任的联络中心以及用于管理它的各种方法和机制。 本文提出的联络中心提供了除其他外，实现真正的一对一匹配的能力。 还提供了解决方案，用于管理无责任联络中心使用的数据结构。 此外，提出了用于为无状态联络中心生成传统的基于队列的性能视图和度量的机制，以帮助促进从传统的基于队列的联络中心到本文所述的下一代联络中心的平滑过渡。
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公开(公告)号：US07949123B1
公开(公告)日：2011-05-24
申请号：US11000686
申请日：2004-11-30
IPC分类号： H04M5/06
CPC分类号： H04M3/5238 , G06Q30/0281
摘要： An architecture that is operable to predict when a selected work item will be serviced in a contact center 100 includes a service time predictor 260 operable to (a) select a plurality of successive time intervals, each of the plurality of time intervals recurring cyclically over a period of time; (b) determine a number of work items likely to be serviced during each of the plurality of time intervals; (c) select an enqueued work item waiting to be serviced, the enqueued work item having a corresponding queue position; and (d) predict a time interval of the plurality of time intervals in which the selected work item will be serviced by comparing the queue position of the selected work item with the number of work items likely to be serviced in at least some of the time intervals.
摘要翻译： 可操作以预测何时在联络中心100中服务所选择的工作项目的架构包括服务时间预测器260，其可操作以（a）选择多个连续的时间间隔，所述多个时间间隔中的每一个周期性循环地遍历 一段的时间; （b）确定在所述多个时间间隔的每一个期间可能被服务的工作项数; （c）选择等待服务的入队工作项，排队工作项具有相应的队列位置; 以及（d）通过将所选择的工作项目的队列位置与在至少一些时间内可能被服务的工作项目的数量进行比较来预测所选择的工作项目将被维护的多个时间间隔的时间间隔 间隔
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公开(公告)号：US20110071879A1
公开(公告)日：2011-03-24
申请号：US12563831
申请日：2009-09-21
CPC分类号： G06Q30/08 , H04M3/523 , H04M2203/405
摘要： A distributed contact center and method of managing tasks within such a contact center is provided. The various sites of the distributed contact center are adapted to bid on contacts by transmitting bids to a work item distribution mechanism via RTP streams, thereby enabling the work item distribution mechanism to analyze the bids in real-time and route the contact accordingly.
摘要翻译： 提供了分布式联络中心和管理这种联络中心内的任务的方法。 分布式联络中心的各个站点通过RTP流将出价发送到工作项目分配机制，适应联络人的出价，从而使工作项目分配机制能够实时分析出价，并相应地进行路由。
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公开(公告)号：US20110044320A1
公开(公告)日：2011-02-24
申请号：US12545413
申请日：2009-08-21
IPC分类号： H04L12/66
CPC分类号： H04M3/5232 , H04M3/5233
摘要： A work item routing mechanism is provided that is capable of employing a state map which compresses routing decisions and results of comparisons into a single bit. Thus, comparisons and determinations made in connection with work item routing are made prior to the routing mechanism receiving a work item. Once a work item is received, the routing mechanism only has to refer to the bit map to see if it is allowed to route the work item to a particular processing resource and if that resource is the best among all candidate processing resources. All of the work item routing decisions can, therefore, be made very quickly thereby reducing processing delay and wait time.
摘要翻译： 提供了一种工作项路由机制，其能够采用将路由决策和比较结果压缩为单个位的状态映射。 因此，在路由机制接收工作项之前进行与工作项路由相关的比较和确定。 一旦接收到工作项，路由机制只需要参考位图，看看是否允许将工作项路由到特定的处理资源，如果该资源在所有候选处理资源中是最好的。 因此，可以非常快地进行所有工作项路由决定，从而减少处理延迟和等待时间。
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公开(公告)号：US09781263B2
公开(公告)日：2017-10-03
申请号：US13403628
申请日：2012-02-23
CPC分类号： H04M3/5158 , H04M3/5233
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, assess contextual information and adjust an outbound dialer's pacing algorithm based on the assessment thereof. The contextual information may be obtained from sources that are inside the contact center and outside the contact center.
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公开(公告)号：US09118765B2
公开(公告)日：2015-08-25
申请号：US13186219
申请日：2011-07-19
CPC分类号： H04M3/5233 , H04M2203/403
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to unexpected changes in processing conditions without significantly impacting the overall performance of the contact center.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了除其他外，有选择地促进和降低代理人技能以应对联络中心条件的各种变化的能力。 这使得联络中心能够响应处理条件的意外变化，而不会显着影响联络中心的整体性能。
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